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Comment: Added information for creating tickets by forwarding email to the Service Desk.

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Change tickets are the most commonly created tickets. Most Changes created by customers or at help desk level are considered Standard Changes. Standard Changes are low-risk and can be implemented immediately. They are created whenever,

  • A customer sends an email to itservicedesk@sjsu.edu

  • There has been a change made to the customer’s account

  • A request is made on behalf of a customer, to be routed to a different department

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When forwarding email to itservicedesk@sjsu.edu. Please change customerto the user name in the body of the original email. Please cut and paste any forwarded instructions in History and not in the Description. The Description should be the original request, which is typically found in the body of the original email. Check for the correct communication in Confluence.

Click component name for more details.

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🔍 Search For Customer

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Enter the customer’s SJSU ID and the match will automatically pop up

Note

If no match is found,

Try their personal email address or name

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OR When profile does not exist, Create a new profile for the customer

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When there are no matches found by either ID, email address, or name, create a profile for them.

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📄 Select Appropriate Template (if exists)

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Confused about which template to use? Refer /wiki/spaces/SDKB/pages/2509799447

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📄 Select Appropriate Category

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See Tickets to Route Out page for guide on what category to put.

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Reason

  • Why has this change been requested.

  • Not required on Incident tickets.

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Description

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Include Customer Information:

  • SJSU id number

  • SJSU email address

  • Contact information

  • Customer navigation: what were they trying to access when they got this error, 

What assistance is needed: provide as many details about the request as possible, i.e. location, number of people affected, and any technical details.

Info

What NOT to put in description

In case you are researching an issue and find details that need to be reviewed by another assignee, for example SME, anything that you find needs to be entered into the History section of the ticket. The Description will only have whatever information the customer gives.

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Results

Email response goes here ONLY if the ticket is resolved. Email will be sent once the ticket is saved.

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📥 Route

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Please DO NOT leave ticket in IT Service Desk Queue.

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🌡 Status

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The Status indicates where the ticket is at in the process of finding a resolution:

New

New ticket

*OPEN for both Incidents and Problems.

Implemented

Upon completion of the work and implementation of the change.

*CLOSED for Incidents and Problems.

Reviewed

Currently used for Parent Stretch Break Tickets

Suspended

Waiting for more information from a department or Customer.

Declined

Unable to grant the customer's request.

Backed Out

Customer rescinded request.

Scheduled

Used for non-standard Changes only.

Authorized

Used for non-standard Changes.

Reply Pending

Used when you are awaiting a response from customer on correspondence. This will automatically change to Reply Received when a response is received. (Both used when ticket is sent to AAA IT - HD Correspondence Queue)

Converted

Used when a ticket is converted from an Incident to a Change or vice versa. A customer may create a ticket as an Incident, when it is actually a Change. The reverse is not as common.

The Status options vary depending on the type of ticket.

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Save

The Save and Close icon saves the ticket in the iSupport system and closes the current ticket window only.

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More Details [Optional]

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Includes department-specific fields, which are added by respective departments for detailed information.

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History

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A list is displayed for all the activities on the ticket.

Click here to know more about history of a ticket.

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Others to notify [Optional]

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Add appropriate people to ensure a prompt and efficient resolution to the issue.

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Ticket Number

Helps track and reference tickets raised by users or customers.

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Assignee

Usually assigned to a specific person or team who will be responsible for addressing the issue or request mentioned in the ticket.

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Attachments

Files or screenshots that are attached to a support ticket or request for assistance.

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Closing a ticket

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To close a ticket, select Implemented as the Status to close a ticket.

  • Make sure that the resolved ticket is routed to yourself

  • Assignee should show your name.

  • A Results message and a Category must be entered before you can close a ticket. If not entered, you will be prompted for one when you attempt to Save and Close the Change.

If you are sending sensitive information like password resets, please make sure to do so in a correspondence and send a generic message in results. 
Do not send sensitive information in Results section.

After everything is done, hit Save and Exit.

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Create a Change ticket

Open http://one.sjsu.edu and search “isupport”. Try each option.

iSupport Representative (For IT Helpdesk)

iSupport (For IT people)

iSupport Customer (Non-IT People)

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1. Click on “Create” and select the type of ticket you want to make. (If you are a SA you most likely want to create a “Change” ticket.)

2. Fill in customer details. If you cannot find a customer click on “Create New” and fill in the customer’s first name, last name and personal email address (or phone number). We prefer to have customer details but it is not mandatory.

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1. You will land on this page.

2. Choose the type of ticket you want to create and fill out the required fields.

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1. Click on “Get Help-Open a ticket”

2. Fill out the required fields.